Application Deadline:

10/02/2026

Address:

250 Yonge Street

Job Family Group:

Technology

Drives the overall software development lifecycle including working across functional teams to transform requirements into features and conducting software testing and maintenance. Specific project areas of focus includes translating user requirements into technical specifications, writing code and managing the preparation of design specifications. Supports system design, provides advice on security requirements and debugs business systems and service applications. Applies deep knowledge of algorithms, data structures and programming languages to develop high quality technology applications and services - including tools, standards, and relevant software platforms based on business requirements.

Translates user needs into technical specifications by understanding, conceptualizing, and facilitating technical requirements from user.

Analyzes, develops, tests, and implements new software programs, and documentation of entire software development life cycle execution.

Performs preventative and corrective maintenance, troubleshooting and fault rectification of system and core software components.

Ensures that code/configurations adhere to the security, logging, error handling, and performance standards and non-functional requirements.

Evaluates new technologies for fit with the program/system/eco-system and the associated upstream and downstream impacts on process, data, and risk.

Follows release management processes and standards, and applies version controls.

Assists in interpreting and documentation of client requirements.

Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.

Exercises judgment to identify, diagnose, and solve problems within given rules.

Works independently on a range of complex tasks, which may include unique situations.

Broader work or accountabilities may be assigned as needed.

Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications:

3+ years of hands-on experience with Genesys Cloud CX

development and configuration.

Ability to participate in an on-call duty and provide after-hours support as required to ensure timely resolution of critical issues and business continuity

Strong experience with

Genesys Cloud Architect

for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.

Strong knowledge of

Genesys Cloud Voice , including: ACD and call routing

Queues and skills

DID and telephony configuration

SIP / BYOC concepts

Call recording

Callbacks, transfers, and voicemail





Hands-on experience with

Genesys Cloud Digital

channels, including: Web Messaging

SMS

Email

Digital routing

Experience with

Genesys Cloud bot/chatbot development , including conversational flows, intents, self-service, fallback handling, and bot-to-agent escalation.

Hands-on experience with

Genesys Cloud Workforce Management (WFM) , including forecasting, scheduling, planning groups, work plans, adherence, intraday management and time off balance module.

Experience with

Genesys Cloud Knowledge Management (KM) , including knowledge bases, articles, categories, and agent/customer knowledge experiences.

Strong experience with

Genesys Cloud integrations

using: Genesys Cloud APIs

REST APIs

SDKs

Architect Data Actions

Webhooks

OAuth 2.0

JSON

Experience integrating Genesys Cloud with

CRM and enterprise applications .

Robust understanding of Genesys Cloud

users, roles, permissions, divisions, queues, skills, routing rules, scripts, wrap-up codes, schedules, business hours, special days, emergency messages, and configuration management .

Experience with

Genesys Cloud deployment and release management

across development, QA/UAT, and production environments.

Experience providing

production and operational support

for Genesys Cloud.

Strong troubleshooting skills across

voice, digital, Architect, chatbot, WFM, KM, APIs, integrations, and agent applications .

Experience with

unit testing, integration testing, UAT, regression testing, and production validation .

Ability to perform

root-cause analysis

and resolve complex Genesys Cloud production issues.

Integration & Development Skills

Strong knowledge of

RESTful APIs and API-based integrations .

Experience with Python.

Understanding of API authentication, OAuth, JSON, HTTP methods, error handling, and data mapping.

Experience building integrations between Genesys Cloud and third-party/enterprise applications.

Knowledge of

event-driven integrations and webhooks

is preferred.

Deployment Skills

Experience with Genesys Cloud

configuration migration and deployment processes .

Ability to prepare deployment plans, implementation procedures, validation checklists, and rollback plans.

Understanding of change management and production release processes.

Production Support Skills

Experience providing

application and platform support

in a production contact center environment.

Strong incident, problem, and change management experience.





Ability to troubleshoot and resolve high-priority contact center issues within defined SLAs.

Experience analyzing

interaction data, logs, API responses, Architect flows, configuration, and system behavior .

Ability to coordinate with Genesys/vendor support for complex issues.

Preferred / Nice-to-Have Skills

Genesys Cloud certification such as

Genesys Cloud Developer or Architect .

Experience with

BYOC Cloud, SIP, SBC, and enterprise telephony .

Knowledge of

Genesys Cloud Analytics, Quality Management.

Experience with enterprise-scale

contact center transformation or migration projects .

Salary: $55,500.00 - $120,000.00

Pay Type: Salaried

The above represents AIR MILES’ pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES’ expected target for the first year in this position.

AIR MILES’ total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

As a member of the AIR MILES team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://bmo.wd3.myworkdayjobs.com/en-US/External-AIR-MILES.

AIR MILES is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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📌 Software Engineer III (Winnipeg)
🏢 BMO
📍 Winnipeg